Senior Help Desk Administrator

RESPONSIBILITIES

Kforce's client in Seffner, FL is seeking a Senior Help Desk Administrator to join a growing IT team undergoing significant modernization. This hands-on role will provide advanced end-user support, serve as an escalation point for complex issues, and help improve service desk processes, reporting, and documentation.

Key Responsibilities

• Troubleshoot Windows devices, mobile devices, Microsoft 365, connectivity, and business applications
• Serve as an escalation point for junior help desk resources and complex technical issues
• Analyze ticket data, trends, response times, and recurring issues to improve service delivery
• Support Microsoft Intune, Entra ID, user provisioning, onboarding/offboarding, and device management
• Assist with network/connectivity troubleshooting and escalate infrastructure issues appropriately
• Maintain knowledge articles, procedures, and technical documentation
• Support users across multiple locations with varying levels of technical experience
• Help automate and modernize support processes as the IT environment grows

REQUIREMENTS:

• Service Desk/Help Desk Experience: 3+ years supporting end users, troubleshooting issues, and managing escalations
• Ticketing & Reporting: Experience working in ticketing systems, pulling reports/metrics, analyzing recurring issues, and improving service desk processes
• Microsoft Environment: Strong experience with Microsoft 365, Entra ID, Windows, and Intune for user, access, and endpoint management
• Networking & Technical Troubleshooting: Working knowledge of wired/wireless networking, connectivity, hardware, devices, and general IT troubleshooting
• Customer Service & Communication: Must be technically minded but able to patiently support non-technical/blue-collar users, recognize critical issues, and escalate appropriately

Nice-to-haves:

• Kaseya Autotask experience
• Jamf/Apple MDM experience
• Cisco Meraki experience
• Mobile device support experience
• Experience mentoring junior help desk technicians

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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